SlotsPalace Casino - Η απόσυρση του παίκτη καθυστερεί.

I have been playing at this particular casino for about 1.5 months. I had already made 4 withdrawals at the beginning of the month, so I considered it quite reliable in terms of payments.

However, last week on 19/6, I won an amount of €720. I knew that the withdrawal limit is €500 per day, so I made a €500 withdrawal on 19/6 and the remaining €220 on 20/6.

Since then, up to today, 26/6, I haven't seen any progress on my withdrawals. I have contacted support multiple times, both via email and live chat, and they keep saying the same thing: "as soon as possible and as soon as possible" without providing any specific date for processing my two withdrawals. I'm starting to feel like they are giving me the runaround and that I will lose my money even though I have already played €3,000 within the month.

Can you please help me?

Παίζω κάνα 1,5 μήνα στο συγκεκριμένο casino, είχα κάνει και 4 αναλήψεις στις αρχές του μήνα οπότε θεώρησα πως είναι αρκετά αξιόπιστο στις πληρωμές του.

Όμως τη προηγούμενη βδομάδα 19/6 έκανα μία νίκη αξίας 720€. Ήξερα ότι η ανάληψη είναι μέχρι 500 ευρώ τη μέρα, οπότε έκανα ανάληψη 500€ στις 19/6 και τα υπόλοιπα τα έκανα στις 20/6 δηλαδή τα 220 ευρώ.

Από τότε μέχρι και σήμερα 26/6 δεν έχω δεί καμία ανάληψη να επεξεργαζεται. Έχω μιλήσει αρκετές φορές και με email και με το live chat και συνέχεια λένε το ίδιο πράγμα "το συντομότερο δυνατό και το συντομότερο δυνατό" χωρις καμία ακριβή μέρα που θα γίνουν οι 2 αναλήψεις μου και σκέφτομαι ότι με δουλεύουν και πως θα χασω τα χρήματα μου ενω εχω παίξει ηδη μεσα στο μηνα 3000 ευρώ.

Μπορείτε να βοηθήσετε παρακαλώ?

Dear arikosss09,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hi Thomas and Thank you for your prompt reply.

I know what you're saying and I've read it in other answers you've given to other players and in general the help your team offers.

In principle, they don't ask me for identification yet because it says that my account doesn't need identification yet.

I'm just complaining because at the beginning of the month I had made withdrawals which were made in 1 day and entered my account. Now we have booked 7 days and it is still pending and their response is that "it will happen as soon as possible" without specifying when that will be.

Γεια σου Τομας και Ευχαριστώ για την άμεση απάντηση σου.

Αυτό που λες το γνωρίζω και το έχω διαβάσει και σε άλλες απαντήσεις που έχεις δώσει σε άλλους παιχτες και γενικά τη βοήθεια που που προσφέρει η ομάδα σας.

Κατά αρχήν δε μου ζητάνε ακόμα ταυτοποίηση διότι αναφέρεται πως ο λογαριασμός μου δε χρειάζεται ακόμα ταυτοποίηση.

Απλά κάνω παράπονο γιατί στις αρχές του μήνα είχα πραγματοποιήσει αναλήψεις οι οποίες σε 1 μέρα είχαν πραγματοποιηθεί και ειχαν μπει στον λογαριασμό μου. Τώρα έχουμε κλείσει 7 μέρες κι ακόμα είναι σε εκκρεμότητα και η απάντηση τους είναι οτι "θα γινει το συντομότερο δυνατό" χωρίς να προσδιορίζεται το πότε θα ναι αυτό.

Thanks for pointing that out.

Have you received your withdrawal since your last message?

Good evening,

Just today I received my 2 withdrawals after 16 days and constant pressure on their chat and email.

Καλησπέρα σας,

Μόλις σήμερα έλαβα τις 2 αναλήψεις μου μετα απο 16 μέρες και με συνεχόμενη πίεση στο chat και στο email τους.

Dear arikosss09,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru